Final answer:
Genesys Cloud collects historical statistics such as email communication history, social media activity, and schedule adherence data for agents but not their personal preferences. These statistics are important for performance analysis and service improvement.
Step-by-step explanation:
Genesys Cloud is a customer experience and call center platform that provides tools for managing customer interactions across various channels. When addressing the question, What historical statistics about Agents does Genesys Cloud collect?, the platform is known to collect a range of data to enhance performance and optimize customer service efforts. Specifically, Genesys Cloud captures historical statistics including:
- Email communication history: Records of email interactions between agents and customers.
- Social media activity: Documentation of agents' engagement with customers through social media platforms.
- Schedule adherence data: Information regarding the extent to which agents adhere to their work schedules and meeting planned activities.
However, Genesys Cloud do not typically collect personal preferences as it is not directly related to an agent's performance or customer service activities. The historical statistics captured are crucial for analyzing trends, assessing performance, and making informed decisions to improve the customer support process.